Job Summary

• iSON Xperiences Limited is seeking a highly motivated and results-oriented Assistant Manager – Operations (Customer Service) to join our Nairobi-based team. This role is critical in ensuring seamless customer service operations, effective client engagement, and consistent achievement of Service Level Agreements (SLAs).
• The Assistant Manager – Operations will serve as a key link between the client and internal teams, ensuring operational efficiency, service quality, and continuous improvement. The ideal candidate will have strong leadership capability, excellent client management skills, and proven experience in a call center or BPO environment.

Key Responsibilities

Operations & Service Delivery

• Drive the achievement and consistent adherence to agreed Service Level Agreements (SLAs) in collaboration with location and senior leadership.
• Ensure full compliance with customer service delivery processes, procedures, and operational policies.
• Oversee day-to-day operations to ensure efficiency, productivity, and quality service delivery.

Client Management

• Act as the primary point of contact between the client and iSON Xperiences, ensuring smooth project execution.
• Engage clients regularly to assess customer satisfaction, address concerns, and manage expectations.
• Prepare, analyze, and present operational performance reports and metrics to clients and internal management.

People & Performance Management

• Lead, supervise, and support customer service teams, including Team Leads and agents.
• Conduct regular performance reviews, quality audits, and coaching sessions to maintain service standards.
• Identify training needs and collaborate with Learning & Development teams to enhance team capability.

Workforce & Resource Planning

• Coordinate with internal stakeholders on workforce planning, scheduling, and resource allocation.
• Monitor staffing levels to ensure service level compliance and operational continuity.

Quality & Continuous Improvement

• Conduct quality checks and operational reviews to identify performance gaps.
• Identify process inefficiencies and implement improvement initiatives in collaboration with cross-functional teams.
• Drive a culture of continuous improvement, innovation, and operational excellence.

Reporting & Governance

• Track, analyze, and report key operational KPIs and performance trends.
• Ensure adherence to company policies, client requirements, and industry best practices.
• Stay updated on industry trends and apply relevant best practices in service management.

Qualifications & Experience

• Bachelor’s Degree (BA, BSc, or HND) from a recognized tertiary institution.
• Minimum of 3 years’ experience in a supervisory or operations role within a Call Centre or BPO environment (e.g., Senior Team Leader, Operations Supervisor, or Assistant Manager).
• Proven experience managing large customer service teams and client-facing operations.

Key Skills & Competencies

• Strong client relationship management and stakeholder engagement skills.
• Excellent communication skills (verbal and written).
• Proven leadership, coaching, and performance management abilities.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to interpret performance data and drive actionable insights.
• High ethical standards with a strong commitment to service excellence.
• Effective presentation, influencing, and negotiation skills.
• Ability to thrive in a fast-paced, target-driven environment.